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B2B Solution Satisfaction & Renewal Drivers Survey

Measures how satisfied current customers are with your solution across usability, reliability, support, and value — and surfaces what's driving renewal risk or advocacy. Built for product, customer success, and account teams tracking a specific software or service. The AI follow-up interview digs into the real story behind each satisfaction score, especially for at-risk accounts.

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Sample questions

A preview of what’s in the template. Every question is editable before you launch.

13 questions · ~7 min
Q01
Message

Thanks for taking a few minutes to share feedback on your experience with (Replace with your solution's name). This helps us fix what's not working and keep doing what is. About 5-6 minutes.

Q02
Opinion ScaleRequired

Overall, how satisfied are you with (Replace with your solution's name)?

Scale: 1 – 5
Min:Very dissatisfiedMax:Very satisfied
Q03
MatrixRequired

How satisfied are you with each of the following aspects of the solution?

5 rows × 5 columns
  • Ease of use
  • Reliability and uptime
  • Quality of customer support
  • Value for money
  • Feature completeness for your needs
Columns: Very dissatisfied · Dissatisfied · Neutral · Satisfied · Very satisfied
Q04
Multiple ChoiceRequired

How long has your organization been using this solution?

  • Less than 3 months
  • 3-11 months
  • 1-2 years
  • 3-5 years
  • More than 5 years
Q05
Multiple Choice

Which of the following features or capabilities do you use regularly? (Template note: replace with your product's actual core feature list before launching.)

  • (Feature A)
  • (Feature B)
  • (Feature C)
  • (Feature D)
  • (Feature E)
Q06
Opinion ScaleRequired

How likely are you to recommend (Replace with your solution's name) to a colleague or peer?

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q07
AI Interview

Probe the real story behind the respondent's overall satisfaction and recommendation scores. If either score is low or middling, find the specific moment, feature, or interaction that drove it, and ask what would need to change for the score to improve. If both scores are high, ask what almost made them switch away or what they'd miss most if the solution disappeared tomorrow. Anchor everything on concrete recent examples, not general impressions.

Q08
Best–Worst Trade-off (MaxDiff)

If you could improve one thing about this solution, which of these would matter most to you?

  • Faster customer support response times
  • More advanced reporting and analytics
  • Better mobile experience
  • More integrations with other tools
  • Clearer pricing and billing
  • More self-service documentation
  • Faster product performance
  • Simpler onboarding for new users
Pick best & worst per setBest:Most valuable improvementWorst:Least valuable improvement
Q09
Multiple Choice

In the last 90 days, have you contacted customer support?

  • Yes, and my issue was resolved
  • Yes, but my issue was not fully resolved
  • No, I haven't needed to
  • No, but I wanted to and didn't
Q10
Multiple ChoiceRequired

How likely is your organization to renew or continue using this solution?

  • Definitely will renew
  • Probably will renew
  • Not sure yet
  • Probably won't renew
  • Definitely won't renew
Q11
Multiple Choice

What is your role in relation to this solution?

  • Primary day-to-day user
  • Team lead or manager
  • Budget owner/decision maker
  • Occasional user
  • Other
  • Prefer not to say
Q12
Multiple Choice

What is the size of your organization?

  • 1-10 employees
  • 11-50 employees
  • 51-200 employees
  • 201-1000 employees
  • More than 1000 employees
  • Prefer not to say
Q13
Message

That's everything — thank you for the honest feedback! Your responses go directly to the team responsible for improving this solution and will help shape what we fix and build next.

What’s included

  • AI follow-ups

    Adaptive probes on open-ended answers that pull out detail a static form would miss.

  • Attention checks

    Built-in safeguards against rushed answers and low-quality respondents.

  • AI-drafted copy

    Wording, ordering, and branching written by the AI — tuned to your research goal.

  • Auto report

    Themes, quotes, and a plain-English summary write themselves once responses come in.

How it compares

We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.

Why this template

  • Goes beyond a single satisfaction score with a dedicated matrix rating usability, reliability, support, and value separately
  • Pairs quantitative renewal-risk questions (renewal likelihood, recommendation score, support contact history) with an AI follow-up interview that probes the real story behind each score, especially for at-risk accounts
  • Uses a MaxDiff exercise to surface which single improvement would matter most, giving product and CS teams a prioritized signal rather than open text guesswork
  • Segments respondents by role, org size, and tenure so results can be sliced for account teams tracking a specific software or service

SurveyMonkey

Solution Satisfaction Survey Template

This is a genuine, fielding-ready solution satisfaction template and the closest direct comparison to ours. It covers core satisfaction and usage questions but is a static questionnaire without any adaptive follow-up capability. Reporting is standard survey analytics rather than a synthesized renewal-risk narrative.

What it does well

  • Purpose-built for solution/product satisfaction rather than generic CSAT
  • Backed by SurveyMonkey's established survey logic and distribution tools
  • Ready to deploy quickly with minimal customization

Where it falls short

  • Fixed question set with no adaptive AI follow-up to dig into the reasons behind a satisfaction score
  • No transparent, published methodology for how questions or scoring were derived
  • No built-in per-response quality scoring

Jotform

200+ Customer Satisfaction Evaluation Forms

This is a broad category/gallery page listing many customer satisfaction form templates rather than a single fielding-ready B2B solution satisfaction survey. It's useful as a starting point for building a form, but requires manual selection and editing before it maps to renewal-risk or advocacy use cases. No AI interviewing or adaptive logic is offered.

What it does well

  • Large variety of form templates to choose from
  • Easy drag-and-drop form builder for customization
  • Familiar form-building workflow for quick setup

Where it falls short

  • A directory of static forms, not a purpose-built solution satisfaction/renewal-driver survey
  • No adaptive AI follow-up or voice interview option to probe at-risk accounts
  • No automated per-response quality scoring or renewal-focused reporting

SurveySparrow

FREE Customer Satisfaction Survey Template

This is a general-purpose customer satisfaction template rather than one specifically built around B2B software renewal drivers, usage tenure, or account-team workflows. It offers a conversational survey experience but relies on pre-set branching logic rather than true adaptive AI interviewing. Good for broad CSAT capture, less tailored to renewal-risk diagnostics.

What it does well

  • Conversational, chat-like survey format improves respondent engagement
  • Free tier available for basic use
  • Simple setup for general customer satisfaction tracking

Where it falls short

  • Not tailored to B2B software renewal risk, feature usage, or account-team segmentation like a solution-specific template
  • No adaptive AI follow-up interview or voice AI option to explore the 'why' behind scores
  • No transparent prompt methodology or automated quality scoring per response

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